Director, Portfolio Management (Salesforce, MuleSoft, Tableau) Customer Success & Growth

Role: Director - Customer Success (Portfolio Management - Salesforce)

Location: Remote

Employment Type: Permanent (Full-Time)

Domain/Industry: Salesforce Cloud

Year of Experience: 10+ Years

Overview : Reports to: Managing Director, Salesforce

• Customer Success and Delivery Governance
• Own end-to-end portfolio health across multiple enterprise accounts (Salesforce, MuleSoft, Tableau programs)
• Drive quarterly success plans per account: business objectives, value metrics, risk/mitigation, and expansion paths
• Manage CSAT for all in-flight engagements; lead Executive Business Reviews (EBRs) and QBRs
• Establish delivery governance (RAID, change control, dependency management) and ensure on-time, on-budget outcomes
• Ensure best-practice architecture alignment across Salesforce clouds, MuleSoft API-led connectivity, and Tableau analytics

• Build and execute multi-year roadmaps with clients to expand use cases and platforms
• Identify whitespace and expansion opportunities; convert into qualified pipeline and ACV
• Partner with Sales/Client Partners for pursuit strategy, proposals, SOWs, and commercial models
• Track ACV capture, renewals, and upsell using Salesforce CRM; ensure forecast accuracy and stage progression
• Leverage Tableau to maintain growth dashboards (revenue, margin, CSAT, adoption)
• Partner and Internal Alignment
• Align with Salesforce AEs, SEs, and Success teams for co-sell, MAPs, and marketplace motions
• Coordinate with MuleSoft specialists on API strategy, Center for Enablement (C4E), and reuse KPIs
• Collaborate with Practice Leads for solution quality, staffing, and capability development
• Work with Channel/Alliances to structure partner-led plays, MDF usage, and joint GTM

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• Ensure consistent messaging and positioning across Client Partners and Delivery
• Value, Insights, and Reporting
• Define and track customer value metrics (time-to-value, adoption, automation, API reuse, data-driven decisions)
• Standardize Tableau portfolio dashboards: CSAT, delivery KPIs, risk heatmaps, ACV pipeline, utilization, margin
• Use MuleSoft and Salesforce telemetry to inform executive insights and expansion narratives
• Publish monthly and quarterly portfolio reports for internal leadership and client execs

• Maintain accurate Salesforce hygiene for accounts, opportunities, forecasts, and renewals
• Drive resourcing and capacity planning across the portfolio; optimize utilization and margin
• Enforce delivery frameworks, playbooks, and accelerators across engagements
• Conduct post-implementation reviews; feed learnings into Practice assets and templates

• Lead and mentor Portfolio Managers/Engagement Leaders; establish performance goals and coaching rhythms
• Build a culture of customer obsession, accountability, and continuous improvement